Millreed Lodge Care Home

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness,dignity and respect.

At our last assessment we rated this key question good. At this assessment the rating has remained good.This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Staff were caring, respectful and friendly in their interactions with people. They clearly knew people well and understood their needs. All the feedback we got from people and their relatives was positive. People said, “I am well looked after here” and “I am looked after and can rest here." One person told us about a problem they had experienced with a previous staff member who was rude to them. They were happy with how this had been managed and told us, “The staff here now are very good.” Relatives’comments included, "It’s a big thumbs up from me. It’s a good care home. They are definitely looking after [person] well" and, "I think the staff here do a very good job and they seem a very caring team. [Person] has definitely blossomed again in this environment" and "[Person] is in the best place [they] can be with the staff team here." Another relative commented how well their family member was supported with their personal care to look nice and well presented. They said, “There are a few of us that drop in over the week so it’s not like they do it just when we are coming as they never know when one of us will call."

A staff member told us about arrangements that were in place in relation to a person they had known before they came to live at the service. They said they had discussed this with the deputy manager, and it was agreed, that to protect the person’s dignity, they would not provide their intimate care.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

The provider did not always promote people’s independence, so people did not always know their rights and have choice and control over their own care, treatment and wellbeing.

People gave us examples of how they were supported to make decisions in their daily lives in relation to such as when they got up, went to bed, had a bath or shower and were supported to enjoy a cigarette.

There was no evidence of people or, where appropriate, their families having been involved in the development or review of their care plans and people had not been informed of how to access their care plans if they wished to do so.

The provider assured us that care plans being developed on the new electronic system would be much more person centred and would involve people and, where appropriate, their relatives.

People varied in their opinions about activity provision at the service. Most felt happy with the provision with one person telling us, "They do something different every day, there are lots of activities. Nothing is too much trouble for them if you want to do something different to the plan as well." However, one person told us they would really like to get out for a walk more often and another said, “There are only five blokes here though and a lot of the things they do are more aimed at women."

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

The provider cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff said they felt supported in their roles and enjoyed their jobs. They told us they had been affected by recent management changes but felt the deputy manager had done a good job in providing support. They said they could speak with the deputy manager or area manager whenever they needed to.

Staff also felt that issues with colleagues who were struggling or not performing well were dealt with effectively and this helped with morale.

One staff member told us the service is “A supportive place to work, a place of comfort, tight working groups. Good staff team in place”.